Add your feedback on energy supplier Scottish Power

System

Ferrotus wrote: »

So much for switching energy suppliers easily :-(
I bit the bullet and changed from Scottish Power to SSE.
My Scottish Power account was in credit (£120) and frankly I was expecting a refund. However, I received a final bill telling me my Electricity was now at

a balance of £0 but that my Gas was £25 in debit (they used the credit to pay the Electricity leaving the Gas to pay).
All well and good but disappointing especially when I saw that both the Electricity and the Gas were estimated even although I had sent both companies

the final meter readings. All strange because I actually even have a Scottish Power 'Smart Meter' installed which supposedly gives tham actual readings!
A month into the new supplier, an SSE representative arrived to take a meter reading (as did I). This was swiftly followed by a letter from SSE advising me

that my meter was probably faulty as they hadn't received my final readings notification (tex'd and snail mailed...) and had used Scottish Power's

estimated figures to work out my first bill and that my meter must be under reading as the readings were under the estimated Scottish Power ones!
You'd expect Scottish Power to now have sorted the mess but instead I am receiving letters threatening extra charges will be added to non-payment.
Really miffed but don't know where to turn now to get this sorted. SSE have adjusted their bills to the confirmed readings and my readings originally sent

so potentially I am being asked to pay twice and also for energy not yet used.
Sorry to rattle, any suggestions please?
Thank you.

Read this:

https://octopus.energy/blog/secret-life-opening-meter-reading/

Rach273

I have today escalated my complaint with Scottish Power using the online form - I will update if there is any progress.


Summary;


Moved into house in September 2017. Was on a standard tariff and paying quarterly.
Bill for Sept - Oct £32.40
Bill for Nov - Jan £376.88!!
That was when I started trying to get them to investigate if the meter was faulty.
Finally managed to get an engineer out to change the meter in March
Bill for Jan - April £261.02 (remember all that snow we had in March? Yes that's right my usage decreased...).
Engineer confirmed original meter was faulty. Scottish Power waived the fee for installing new one, but refused to amend previous bills, as usage was in line with previous occupants (a family of 5, I live on my own and am at work all day...)
Anyway cut my losses with that one. Moved to a fixed Super Saver tariff.
Direct debits of £47.48 started in May.
Submit my meter readings on the last day of each month.
September's direct debit goes out at £71. No communication whatsoever that this was going to increase.
Called SP and finally get a call back. Very dismissive, say increase is due to previous years usage. When I pointed out that my account was over £110 in credit and that last years usage was a complete estimate due to faulty meter agreed to lower direct debit back to original amount.
But guess what? Suprise surprise this month's direct debit has just come out at £71 again. Meter readings up to date and I am now over £150 in credit.
I am getting very hacked off with their lack of customer service, and will be looking to switch when my tariff ends.

Blackbeard_of_Perranporth

The SP Dumb Meter system is an IT fiasco in its own making! Seems Rach273 is paying my charge, while I pay a dismal amount!


Come on SP, get your act together, I submitted my readings last month, for 5 weeks usage at £55 bill. You kept my DD at £33! Simple maths says that is not enough!


Sort it out, before you drive people into Fuel Poverty!

Ferrotus

Thanks for that but really doesn't apply here plus new supplier has now taken and used my readings for current billing.

Rach273

Scottish power have now lowered my DD back down to £48. They could see the note on my file that I had requested this last month, but couldn’t tell me why it hadn’t been actioned.
No compensation, but didn’t really expect to get any.

System

My experience with Scottish Power just gets better and better. OK, for a start, I have done everything that this advocated on this forum.

I moved into a new property in July and gave the new supplier my details and meter readings on the day that we moved in. I switched suppliers and the new supplier has provided them with verified meter readings on switch.

After 2 1/2 months, there is still no Final Bill. Two weeks ago, I raised a written complaint. This is the response that I got earlier today:

Quote: We are currently unable to update your request due to the pending loss of the supply once this has been updated then we can make the updates that you require. Once you have received your final statement please contact us to get the amendments processed or words to that effect. Unquote

I haven’t asked them to update anything. I have chronologically listed dates, and provided them with readings and meter serial numbers. My transfer was completed on the 27th July. I advised them that my new supplier had updated the National Database after the transfer of supply.

There was an account number in the email which CS has now confirmed is for a neighbour 3 properties down the road. My neighbour has not initiated a transfer. Eventually, CS confirmed that my account has not actually been set up, and that they couldn’t accept my complaint unless it could be attached to an account number. I was told that there is nothing owing to Scottish Power on the account that hasn’t been set up!

I give in. I will give them another 6 weeks and then escalate my non complaint to The EO. I thought Iresa was bad but Scottish Power is in a league of its own. No one wants to take ownership of the problem.

Rach273

Did my meter readings this morning, Direct debit on the app immediately jumped up to £63 from £48, BUT this time there was the option to reinstate the previous DD amount of £48 which I have done. It did warn me I was projected to be £53 in debit by April.
I'm now £165 in credit, but a much improved service on the app.

soapy9990

I am being moved to Scottish Power because of collapse of Extraenergy. Scottish Power sent an email and I clicked the link (not happy) to put in my meter readings and was offered a continuation tariff. I then clicked "accept this tariff". Up popped a box with no options except to click "accept a 2 year deal" at greater cost. No way of closing pop up. Phoned, spoke with a lady who also could only offer/sell a 2 year deal and saying that deal was the only one with no exit fees. Not sure what is happening now. Scottish Power seems not to have an email address!! and their "help" section is hopeless.
Will be moving to another supplier asap.

michaels

Tried to switch to SP from Out Fox The Market. SP claim they have no contact details for OFTM so are unable to take over the supply. What a load of b*llocks, OFTM have 300k customers.

SP withdrew the (comparison website only) tariff shortly after the attempted switch - seems like they are trying to avoid putting people on to a good value tariff.

System

soapy9990 wrote: »

I am being moved to Scottish Power because of collapse of Extraenergy. Scottish Power sent an email and I clicked the link (not happy) to put in my meter readings and was offered a continuation tariff. I then clicked "accept this tariff". Up popped a box with no options except to click "accept a 2 year deal" at greater cost. No way of closing pop up. Phoned, spoke with a lady who also could only offer/sell a 2 year deal and saying that deal was the only one with no exit fees. Not sure what is happening now. Scottish Power seems not to have an email address!! and their "help" section is hopeless.
Will be moving to another supplier asap.

Try contactus@scottishpower.com

You may have to wait a week or so for a reply as it seems to come from somewhere offshore. You might also get some weird responses such as 'xxxxxxxxxxxxx or words to that effect' as if the respondent was taking down advice from a colleague verbatim. I am pleased that I only had a brief period of time with them.